LONDON, October 27, 2015 /PRNewswire/ --
Sentiment has enhanced its enterprise-grade social customer service platform with new capabilities to monitor and engage audiences on two of the most powerful Russian social networking sites: VK and OK.ru. This latest release follows constant client engagement between Sentiment and social customer service stakeholders looking to increase their reach and improve social engagement with Russian-speaking customers. It is a direct response to the increasing growth of social media in the region to help businesses overcome any language barriers in delivering and managing effective social customer service programmes.
Russia is one of the fastest growing social network markets in the world. With over 100 million active users VK is a key social channel for brands operating in this market. OK.ru is the second most popular social site, thought to have over 65 million users.
"Following research with our client-base, we have made significant enhancements to the platform," says Leon Chaddock, CEO at Sentiment. "In an ever-changing social environment, it's vital that our product can adapt and develop in line with our customers' needs."
Chaddock continues, "For enterprise customers who are providing social customer service across many geographies, languages and multiple sites there is always the challenge of managing large volumes of social data and ensuring customer service enquiries can be identified and responded to amongst the chatter large brands generate on a daily basis. Our integration with VK and OK.ru ensures our clients are fully equipped to deliver fast and effective social responses to their Russian-speaking client base."
Key features include:-
- Intelligent workflows and automations - to filter out noise and ensure mentions are routed to the right person to action
- Control and approval layers - enabling businesses to manage access to functions, features and accounts based on agent roles and responsibilities
- Comprehensive monitoring and reporting - to analyse interactions and social conversations and therefore drive customer experience improvements.
Leon Chaddock concludes, "Sentiment supports the continued evolution of social customer service; continuing to deliver significant operational, productivity and efficiency gains to our clients. It will empower organisations to be increasingly agile and responsive in an ever-evolving social marketplace."
For more information please visit http://www.sentimentmetrics.com
Sentiment is a cloud-based social customer service platform that uniquely provides marketing, publishing and customer service capabilities. This has enabled 100s of major brands across the globe to deliver social marketing and social customer service from a single, integrated app. This unique functionality enables brands to calculate the value and intent of customers. It allows organisations to prioritise and purposefully engage with the highest value contacts at exactly the right time, to ensure that positive perception of reputation is extended beyond the social customer service function to the business as a whole is positive.
Sentiment focuses on driving value on behalf of clients, increasing operational efficiencies while minimising the cost of engaging through social.